CUSTOMER RESOURCE SPECIALIST IV (REMOTE) in Waldorf, Maryland at CLJ Consulting And Contracting LLC

Job Description: CUSTOMER RESOURCE SPECIALIST IV

Location: Remote (Must be Conducted in the United States)

Rate: $42 - $26 per hour

Work Schedule: Monday through Friday (Dayshift)

Scope:

The Customer Resource Specialist IV shall provide senior-level customer resource and case management support to the U.S. Department of Justice (DOJ), Office of Justice Programs (OJP), Bureau of Justice Assistance (BJA), Public Safety Officers' Benefits (PSOB) Program. Serves as the secondary point of contact for survivors, injured public safety officers, family members, and public safety agencies by coordinating case activities, maintaining accurate case records, and providing timely updates throughout the claims process.

Duties and Responsibilities:

Serve as a secondary point of contact for applicants and public safety agencies throughout the claims process. Provide proactive follow-up regarding claim status and required documentation. Respond to voicemails, emails, and customer inquiries in a timely and professional manner. Initiate and maintain electronic claim files within the PSOB 2.0 Portal. Review applicant information to ensure records are complete, accurate, and current. Update the Government's case management system with all customer outreach activities. Coordinate with Benefits Specialists and Government personnel regarding active claims. Assist in resolving customer questions and documentation issues. Properly close complete cases. Perform other duties as assigned.

Minimum Qualifications:

High School Diploma or equivalent. Minimum seven (7) years of benefits, claims processing, customer service, or case management experience. Experience utilizing Microsoft Office Suite, including Outlook, Word, and Excel. Experience working with electronic case management or customer relationship management (CRM) systems. Ability to obtain and maintain Public Trust (Minimum Background Investigation). Must be a U.S. citizen

Knowledge, Skills, and Abilities:

Excellent customer service and interpersonal communication skills. Strong organizational and case management abilities. Ability to communicate professionally and compassionately with diverse stakeholders. Strong attention to detail and documentation skills. Ability to prioritize multiple assignments while maintaining accuracy. Ability to work independently in a remote environment. Ability to safeguard confidential and sensitive information. Strong analytical and problem-solving skills.